The Student & Family Services Manager (SFSM)

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    "description": "<p><span style=\"font-weight: bold\"><span><span>Job Title:</span></span></span><span><br><span>The Student &amp; Family Services Manager (SFSM)</span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Department:</span></span></span><span><span> Pre-College and Collegiate Division</span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Reports to: </span><span>Director of Operations</span></span></span><span><span>,</span><span> Pre-</span><span>College</span><span> and Collegiate Programs (US)</span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>FLSA Status:</span><br><span>Non-exempt</span></span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Prepared by:</span></span></span><span><span> Director of Operations, Director of Residential and Student Life, and Global Academic Director, Pre-College</span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Prepared Date: </span></span></span><span><span>March</span><span> 202</span><span>6</span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Position </span><span>Context and </span><span>Purpose</span></span></span><span> </span></p>\n<p><span><span>The Student &amp; Family Services Manager (SFSM) is a frontline leader for </span><span>Edconic</span><span>’s</span><span> Pre-College division, serving as the primary liaison for families across three programs: The School of the New York Times’ Summer Academy (</span><span>SoNYT</span><span>), Vogue Summer School (VSS), and Sotheby’s Institute of Art’s Summer Institute (SIA).</span></span><span> </span></p>\n<p><span> </span></p>\n<p><span><span>This position is central to </span><span>maintaining</span><span> a high standard of student and parent support in an increasingly complex and high-volume operating environment. The SFSM handles sensitive and time-pressing concerns from families, manages high-volume communication channels, and ensures inquiries are </span><span>triaged</span><span> to the </span><span>appropriate departments</span><span>. Working closely with the Operations, Residential Life, and Academics teams, the SFSM ensures that families feel heard, supported, and confident in the care and coordination their students receive.</span></span><span> </span></p>\n<p><span><span> </span></span><span> </span></p>\n<p><span><span>This is a full-time seasonal position</span><span>.</span></span><span> </span></p>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Essential Duties and Responsibilities</span></span></span><span> </span></p>\n<p><span><span>Specific duties and responsibilities include, but are not limited to, the following:</span></span><span> </span></p>\n<ul>\n<li><span><span>Serve as the primary public-facing contact for parent/guardian inquiries across all </span><span>Pre-College</span><span> programs</span><span> while programs are in session</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Monitor and respond to multiple share</span><br><span>d inboxes, ensuring </span><span>timely</span><span>, clear, and professional communication</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Triage family questions to the </span><span>appropriate internal</span><span> teams while </span><span>maintaining</span><span> communication ownership through resolution</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Escalate and resolve sensitive issues with care and discretion, particularly around student safety, wellness, or behavioral concerns</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Support the development of templates, </span><span>auto-replies</span><span>, FAQ documents, and escalation protocols to increase efficiency</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Collaborate closely with program leadership and the Welcome Desk team to ensure student/family experience is consistent across all sites and terms</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Build and </span><span>maintain</span><span> working knowledge of policies, systems, and workflows across Academics, Res Life, and Operations </span><span>in order to</span><span> serve as a reliable cross-functional resource</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Maintain logs of escalated communications and generate summaries for program leadership</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Provide on-the-ground support during summer program operations</span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><br></span></span></p>\n<p><span style=\"font-weight: bold\"><span><span>Knowledge and Abilities</span></span></span><span> </span></p>\n<p><span><span>To perform this role successfully, an individual must </span><span>demonstrate</span><span> the following:</span></span><span> </span></p>\n<ul>\n<li><span><span>Exceptional written and verbal communication skills</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Strong interpersonal instincts, including the ability to calmly de-escalate concerns from </span><span>high-touch</span><br><span>stakeholders</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>High comfort level with learning and navigating complex systems and cross-team workflows</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Ability to manage high-volume communication (email, phone) with professionalism and accuracy</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Capacity</span><span> to work independently while collaborating with multiple teams and leadership structures</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Sensitivity to the concerns of parents, guardians, and students in </span><span>high-stakes</span><span> learning environments</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Familiarity with student-facing systems such as Orah, Canvas, or Pronto is strongly preferred</span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><br></span></span></p>\n<p><span style=\"font-weight: bold\"><span><span>Education, Work </span><span>Experience</span><span> and/or Licensure</span></span></span><span> </span></p>\n<p><span><span>A </span><span>Bachelor’s</span><span> degree in a relevant field is </span><span>required</span><span>. The </span><span>S</span><span>FSM</span><span> has:</span></span><span> </span></p>\n<ul>\n<li><span><span>4</span><span>+ years of experience in student services, family communications, education, summer programs, or customer support</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Demonstrated experience in triaging communications and responding to sensitive or urgent matters</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Prior exposure to high-volume or high-stakes customer environments such as </span><span>private/public school </span><span>education, summer camp, or healthcare is a plus</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Comfort working with diverse populations, including international students and families</span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><br></span></span></p>\n<p><span style=\"font-weight: bold\"><span><span>T</span><span>his position offers the following:</span></span></span><span> </span></p>\n<ul>\n<li><span><span>An opportunity to work with a passionate team of diverse people.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Stipend of up to ($</span><span>25</span><span>00/bi-</span><span>weekly).</span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><br></span></span></p>\n<p><span style=\"font-weight: bold\"><span><span>Language Skills</span></span></span><span> </span></p>\n<p><span><span>Applicants must be capable of upholding the highest standards of written and spoken English. </span><span>Proficiency</span><span> in a second language is appreciated but not </span><span>required</span><span>.</span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><br></span></span></p>\n<p><span style=\"font-weight: bold\"><span><span>Physical Demands</span></span></span><span> </span></p>\n<p><span><span>The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this job:</span></span><span> </span></p>\n<ul>\n<li><span><span>Ability to sit or stand for </span><span>long periods</span><span> of time</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Ability to </span><span>lift up</span><span> to 25 </span><span>lbs</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Ability to travel between partner sites during</span><br><span>programming</span><span>, as needed</span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><br></span></span></p>\n<p><span style=\"font-weight: bold\"><span><span>Work Environment</span></span></span><span> </span></p>\n<p><span><span>The work environment characteristics listed here are representative of those an employee encounters while performing the essential functions of the job. Under the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</span></span><span> </span></p>\n<ul>\n<li><span><span>Basic office/academic environment</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>May include occasional evening or weekend availability during peak summer operations</span></span><span> </span></li>\n</ul>\n<p><span><span>The above statements are intended to describe the general nature and level of work </span><span>being performed</span><span> by an individual assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills </span><span>required of</span><br><span>personnel</span><br><span>so</span><span> classified. The School of the New York Times and Sotheby’s </span><span>Institute</span><span> of Art reserves the right to </span><span>modify</span><span> this job description in its sole discretion</span></span><span><span>.</span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><br></span></span></p>\n<p><span style=\"font-weight: bold\"><span><span>Edconic</span><span> is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employee</span><span>s</span></span></span><span> </span></p>",
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